MB-910 Practice Test 10 — 10 Questions

Question 1

A customer service agent needs to escalate a complex case to a subject matter expert (SME) in another department. What is the recommended way to transfer the case?

Accepted Answer

Use the Assign button to reassign the case to the SME or their queue. Using the 'Assign' action on the case record allows transferring ownership to another user or queue, which is the recommended method for escalation. Option B is incorrect because emailing the SME is informal, not tracked, and lacks proper audit trail. Option C is incorrect because deleting and recreating the case is inefficient and results in data loss. Option D is incorrect because attaching a knowledge article is for providing reference, not for transferring the case.

Answer

Email the SME the case details

Answer

Delete the case and ask the SME to create a new one

Answer

Attach a knowledge article to the case for the SME

Question 2

Your company sells both products and services. When creating an opportunity, the sales rep needs to quote a combination of items. What should they create?

Accepted Answer

Quote. In Dynamics 365 Sales, a Quote is the correct entity to use when a sales rep needs to propose a combination of products and services to a customer. It allows for line items with quantities, prices, discounts, and optional product bundles, serving as the formal proposal before an order is created. An invoice and order come later in the sales process, while the product catalog is a repository, not a transactional document.

Answer

Invoice

Answer

Order

Answer

Product Catalog

Question 3

An organization wants to give customers the ability to view their own support cases through a portal. Which Dynamics 365 Customer Service feature should be implemented?

Accepted Answer

Customer Service Portal. The Customer Service Portal (D) is the correct feature because it provides a self-service web interface where customers can view, create, and track their own support cases without agent intervention. This aligns directly with the requirement to give customers visibility into their cases through a portal, leveraging Dynamics 365's portal capabilities for external user access.

Answer

Unified Service Desk

Answer

Field Service Mobile App

Answer

Dynamics 365 Marketing

Question 4

A Customer Insights administrator receives an error when trying to ingest a CSV file from Azure Blob Storage. The error message says 'Access denied'. What is the most likely cause?

Accepted Answer

The connection string or SAS token is invalid or expired. The 'Access denied' error when ingesting a CSV file from Azure Blob Storage into Dynamics 365 Customer Insights indicates that the service cannot authenticate to the storage resource. The most common cause is an invalid or expired connection string or Shared Access Signature (SAS) token, as these credentials are required for secure access to Azure Blob Storage. Without valid credentials, Customer Insights cannot read the file, regardless of its format, size, or schema.

Answer

The CSV format is incompatible

Answer

The CSV file is too large

Answer

The schema does not match the mapping

Question 5

A dispatcher needs to see real-time location of all technicians to assign emergency work orders. Which tool should the dispatcher use?

Accepted Answer

Schedule board. The Schedule Board in Dynamics 365 Field Service provides a real-time, map-based view of all technicians' locations and their current work orders. This allows dispatchers to see who is available and geographically closest to an emergency, enabling them to assign work orders efficiently. The Schedule Board is the primary tool for manual dispatching and real-time resource visibility.

Answer

Field Service mobile app

Answer

Resource Scheduling Optimization

Answer

Customer portal

Question 6

After migrating to Dynamics 365, a sales team notices that duplicate leads are being created. They want to automatically detect and resolve duplicates upon creation. What should they configure?

Accepted Answer

Duplicate Detection rules. Duplicate detection rules in Dynamics 365 are the native mechanism that automatically flags records as duplicates when they are created or updated, based on matching field criteria the admin defines. Once published and enabled, the rule runs on create/update and can prompt the user or log the duplicate, which is exactly the 'detect and resolve upon creation' requirement. This is a built-in data-quality feature, not something that requires custom code.

Answer

Power Automate flow

Answer

Business Rules

Answer

Data Management settings

Question 7

You are a Dynamics 365 administrator for a mid-sized manufacturing company. The sales team uses Dynamics 365 Sales to manage leads and opportunities. Recently, the VP of Sales requested a dashboard that shows the total estimated revenue of all open opportunities grouped by sales stage. The dashboard should update automatically as data changes. You have created a personal dashboard using the built-in chart designer. However, the VP wants the dashboard to be visible to all sales users without manual sharing. What should you do?

Accepted Answer

Recreate the dashboard as a system dashboard.. A system dashboard in Dynamics 365 is owned by the organization and is automatically visible to all users with the appropriate security roles, which satisfies the VP's requirement without manual sharing. Personal dashboards, by contrast, are owned by the creating user and must be shared individually or via teams. Recreating the dashboard as a system dashboard is the correct administrative action.

Answer

Create a Power BI report embedded in Dynamics 365 with auto-refresh.

Answer

Export the chart as an image and post it in a Microsoft Teams channel.

Answer

Share the personal dashboard with each sales user individually.

Question 8

Which THREE components are essential for setting up an Omnichannel for Customer Service environment?

Accepted Answer

Workstreams. Options A, C, and D are essential: Workstreams define routing, Queues hold conversations, and Channels (like Chat) enable communication. Copilot for Service (B) is an add-on, and Bots (E) are optional.

Answer

Copilot for Service

Answer

Bots

Question 9

A support manager wants to use AI to suggest relevant knowledge articles to agents while they are working on a case. Which Dynamics 365 Customer Service feature should they enable?

Accepted Answer

Copilot for Service. Copilot for Service in Dynamics 365 Customer Service is the AI assistant that suggests relevant knowledge articles to agents while they work on a case. It uses generative AI grounded in the organization's knowledge base to surface contextual article recommendations and draft responses.

Answer

Customer Service workspace

Answer

Timeline

Answer

SLA management

Question 10

A company wants to use AI to predict when a machine will fail and schedule proactive maintenance. Which Dynamics 365 Field Service capability should be used?

Accepted Answer

Connected Field Service with IoT and Azure Machine Learning. Connected Field Service integrates IoT telemetry with Azure Machine Learning to detect anomalies and predict equipment failures before they occur. When a predictive model flags an impending failure, it triggers an IoT alert that can automatically generate a work order for proactive maintenance. This is the only option that combines IoT data ingestion with predictive AI modeling.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Guides

Answer

Dynamics 365 Customer Service